Guideline 1.5 Developer Information, in plain English
“People need to know how to reach you with questions and support issues.”
Guideline 1.5 says people must be able to contact you: both the app and its Support URL need an easy way to reach the developer with questions and problems. Apple says missing or out-of-date contact details frustrate customers and may break the law in some countries. A 1.5 rejection is usually fixed by putting a working support page with real contact details behind the Support URL.
Checked against Apple’s guidelines on (Apple’s version of ). Apple’s reviewers make the final call.
What Guideline 1.5 means
The Support URL is the support address you give for the app in App Store Connect. Apple's App Review page adds that every app needs a link to user support with up-to-date contact information, and that a broken link counts against Guideline 2.1 as well.
Apple singles out apps that may be used in classrooms, where teachers and parents need a way to reach you. It also asks for valid issuer contact details on Wallet passes, which matters only if your app makes passes.
Contact information connects to Apple's identity rules. Guideline 5.6.2 asks that what you say about yourself and your business is accurate and current, and Apple's help page on copycat apps asks you to keep your developer or company name and Support URL accurate so people can reach you and impersonation is harder.
Separately, App Review itself needs to reach you. Apple's checklist before you submit includes updating your contact information in App Store Connect, and that is where App Review calls or writes if it has questions.
Why apps are turned down under Guideline 1.5
The Support URL doesn't lead to contact information
It opens the app's marketing site, a page with no email or form, or a page that no longer exists.
The support page is a placeholder
"Coming soon", a template page or a social media profile with no way to send a message.
The contact details are out of date
An old email address that bounces or a form that no one answers, which Apple counts as inaccurate information.
How to fix it and resubmit
- Make a support page at a public https address with at least one working way to reach you, such as an email address or a contact form.
- Say on it what the app is, how to get help, and where billing questions for in-app purchases go.
- Put that address in the Support URL field in App Store Connect, and add a Help or Contact link inside the app.
- Check your developer contact details in App Store Connect so App Review can reach you too.
- Reply to App Review with the new address and resubmit; a listing fix like this usually doesn't need a new build.
How Borel helps
Borel hosts a Support page for every app at the app's own address and fills it into the Support URL field of the App Store listing for you. When Borel knows your contact email, the page tells people to email you there; otherwise it points them to the App Store listing. It also explains that purchases and refunds go through Apple.
The Your app step of Borel's publish flow asks for a phone number for Apple's reviewer and fills it in when you submit, so App Review can reach you as Apple's checklist asks.
Questions people ask
What should an App Store support page include?
Apple asks for an easy way to contact you with questions and support issues. A working email address or contact form is the core; a short description of the app and where billing questions go helps too.
Can my Support URL be a social media page?
Apple doesn't ban it outright, but the page must give an easy way to contact you. A profile with no way to send a message, or one that needs an account to read, risks a rejection.
Is the Support URL the same as the privacy policy URL?
No. They are two fields in App Store Connect. The privacy policy is required by Guideline 5.1.1; the support page is about Guideline 1.5.
Related guidelines
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